Bad service

On the 17 of September 2018 I logged a claim with SAHL (claim number:CL ********** ) due to the fact that my geyser has burst and damage my ceiling, cupboards, carpet and walls. They send out the access to access the damage, I spoke to the service provider who was supposed to replace the carpet, they said they are still waiting for authorization from SA home loan s insurance for the past three weeks until today no progress on the claim. Due to the delay in replacing the carpets the smell of those carpet is to bad inside the house, you cannot open the rooms because it effects the whole house. They have send out contractors to my house for the, ceiling and cupboards but my claim has not been finalized. I don’t get updates from the consultant about my claim, so I felt really that the service is very poor, I keep on calling/leaving messages but no one phones me back, I really regret why did I choose this insurance because the service is very bad thy don’t care about the customers